Customer Support Team Lead

Canopy•Draper, UT

2d•Hybrid

About The Position

As a Customer Support Team Lead at Canopy, you are the first line of leadership on our front lines. You'll be the person our Specialists turn to in the moment, keeping the floor running, coaching daily workflows, and elevating the quality of every customer interaction. You’ll partner closely with the Manager of Customer Support while maintaining real-time visibility into queue health across chat, phone, and email. As Canopy unifies Customer Support, Technical Support, Payments Support, and Support Enablement under one standard, you’ll have real influence over how our operating model gets built—not just how it gets executed. This role is a genuine leadership on-ramp designed to prepare high-performers for people management at Canopy.

Requirements

2+ years of experience in a Customer Support or Contact Center environment, including at least 1 year in a senior, mentor, or lead capacity.
Proven leadership track record: A demonstrated history of coaching peers, raising team standards, and delivering candid, growth-oriented feedback.
Operational decisiveness: Ability to evaluate real-time queue data, pivot coverage on the fly, and prioritize urgency with sound escalation judgment.
Tooling and tech fluency: Experience working with modern support and business platforms such as Intercom, Salesforce, Jira, Slack, and Google Suite.
Communication excellence: Outstanding written and verbal communication skills with both internal teams and external customers.
Self-starter orientation: Ability to navigate ambiguity, solve unstructured problems, and help build processes where none exist yet.
Ability to work a standard 40-hour M-F schedule with in-office attendance on Mondays, Wednesdays, and Fridays in Draper, Utah.

Nice To Haves

Experience in the accounting, tax, or B2B SaaS software space.
Familiarity with workforce management concepts (scheduling against arrival patterns, shrinkage, staffing models).
Experience running a QA/conversation-review program and calibrating scores across a team.
Experience training an AI support assistant or maintaining the underlying knowledge base.
Experience contributing to enablement or knowledge base content at scale.

Responsibilities

Own real-time queue health: Monitor live volume across chat, phone, and email, rebalancing assignments and flexing coverage to ensure response times stay inside target during peak hours.
Act as the primary point of escalation: Resolve complex customer issues on the front line and cleanly package rest-of-world cases for Technical Support, Payments Support, or Leadership.
Coach and elevate performance: Review conversations, listen to calls, provide direct feedback, and run biweekly 1:1s focused on skill development and leveling requirements.
Coordinate operational logistics: Oversee daily coverage, shift swaps, PTO adjustments, break adherence, and phone queue routing around team events.
Lead new-hire ramping: Run shadowing and nesting programs, pairing trainees with mentors and delivering honest reads on ramp progress.
Champion incident response: Serve as a key response point during outages—deploying talk tracks and macros, coordinating customer messaging, and flagging spikes internally.
Maintain one source of truth: Partner with Support Enablement to keep macros, talk tracks, and Guru knowledge base content updated.
Lead as a working team player: Carry a reduced personal queue to stay close to the customer experience, while contributing to process improvements like routing, escalation pathways, and shared KPIs.
Embrace AI workflows: Help lead the team in implementing and utilizing AI toolsets to streamline daily customer support operations.